Client Support Engineer

Summary

Join BigID, a leading data security and privacy tech startup, as a Staff Client Support Engineer. You will provide high-quality support to enterprise customers, troubleshooting advanced technical issues and collaborating with our Development team for resolutions. This role requires 7+ years of IT experience, including at least 2 years in a customer-facing role, and a relevant undergraduate degree. You will work closely with clients and internal teams, resolving complex problems and identifying technical improvements. The position offers a competitive salary, remote work, flexible PTO, equity participation, comprehensive health benefits, and various other perks. We are seeking a candidate located in the CST or MST time zones.

Requirements

• 7+ years of professional experience in information technology, with at least 2 years in a customer-facing role – preferably involved in product implementation and hands-on technical activities within enterprise corporate environments
• An undergraduate degree in Computer Science, Information Technology/Systems, or other related technical disciplines. A graduate degree in a technical or business discipline is a strong plus. (Extensive professional experience may be considered in lieu of a formal degree.)
• Meaningful experience with installation, configuration and management of Linux-based Operating Systems, including basic shell proficiency (bash, sh, ksh, tcsk, etc.), experience with package management systems (apt/dpkg, yum/rpm, etc.), file archiving tools (tar, gz, zip, bz2), remote access and file transfer protocols (SSH, SCP, SFTP/FTP), file sharing technology (NFS, CIFS/SMB), and authentication frameworks (LDAP, Kerberos)
• Basic experience with some RDBMS, such as Microsoft SQL Server, Oracle Database, PostgreSQL, MySQL/MariaDB, IBM DB2, etc
• Hands on experience in Docker and Kubernetes deployments
• Troubleshooting complex software modules, working from written and oral issues as described by the technical support organization, sales organization, account managers and customers themselves
• Develop and modify modules as part of workarounds for issues or as a professional services enhancement
• Ability to context switch and move effectively between different tasks or competing priorities

Responsibilities

• Work closely with client stakeholders to troubleshoot advanced technical issues
• Evaluate implementation results, deploy solution components and workarounds, and participate in the product configuration efforts to meet clients’ specific requirements
• Engage with multi-discipline internal and client teams to ensure successful resolutions within customers’ environments
• Transfer knowledge for relevant technical areas at an applicable level of depth and detail within the internal Support organization as well as our customers
• Work closely with our Engineering and Product Management teams to prioritize and resolve product issues, enhancement requests, and possible implementation flow improvements
• Resolve complex problems through a deep understanding of how the product should work and analysis of code
• Identify and prioritize technical improvements backed by data and experience, while considering business constraints, to deliver on important initiatives
• Influence adjacent teams' designs to promote better holistic system design decisions

Preferred Qualifications

Demonstrated experience in writing code projects with Python, C++, C# and Java

Benefits

• Work from home with a global remote-first community
• Flexible PTO and Quarterly Volunteer Days
• Equity Participation
• 100% employer-covered medical, dental, and vision options available to you
• Additional insurance benefits like pet insurance and legal assistance
• Learning & Development Opportunities
• Fidelity Employer Sponsored 401K
• Paid Parental Leave